Manager, Returns, Gift Card, and Policy Abuse Strategy

Position Purpose:

The Manager, Returns Fraud & Abuse Strategy will (i) engage in analysis to identify emerging patterns and take action on insights learned, (ii) assist with setting abuse policy/strategy by designing new returns fraud and abuse prevention processes and improving existing processes, (iii) manage end-to-end implementation of new technology solutions, from business case development to final execution, (iv) manage cross-functional returns fraud & abuse projects as well as vendor partner relationships and (v) other ad hoc projects/analyses as requested by management. This position will report to the Senior Manager of Credit Services (Payments Fraud).

Key Responsibilities:

• 20% - Cross-Functional Collaboration- Liaisons with field Loss Prevention, Loss Prevention Central Investigations Team, Corporate Security and HDCS's fraud department on investigation of known or suspected fraudulent and abusive acts
• 20% - Drives Engagement- Drives returns fraud and abuse awareness and process knowledge throughout The Home Depot through education, training, and executive updates. Networks with outside loss prevention professionals to enhance THD returns fraud and abuse programs and identify industry trends.
• 30% - Manages Fraud & Abuse Strategy- Provides strategic guidance for and manages the relationship with third party solutions providers regarding all matters pertaining to the detection, prevention and investigation of fraudulent or abusive activity. Identifies new returns fraud and abuse patterns / exposures and drives necessary changes to policy and procedure to prevent or minimize financial losses.
• 30% - Project Management- Leads short and long-term cross-functional projects to drive returns fraud and abuse mitigation through systemic and procedural measures

Direct Manager/Direct Reports:

• This Position typically reports to the Sr. Manager, Payments Fraud
• This Has 0 Direct Reports

Travel Requirements:

• Typically requires overnight travel less than 5% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be 18 years of age or older
• Must be legally permitted to work in the United States

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Working knowledge of Tableau
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• Working knowledge of analytical/statistics software (e.g., SPSS, SAS, R, Stata)
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Ability to draw accurate conclusions from financial documentation
• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
• Excellent written and verbal communication skills
• Bachelor's degree required
• MBA preferred
• Experience with big data analytics preferred
• Fraud investigation experience preferred
• Ability to work directly with business leaders to identify issues, make recommendations, drive solutions, and implement controls to mitigate fraud exposures
• Effective verbal and written communication skills
• Demonstrates initiative and personal drive in identifying and resolving issues related to the prevention, detection, investigation and awareness of fraud related matters
• Execution of day to day assignments and commitments
• Highly developed interpersonal/communication skills to build partnerships
• Has the ability to set challenging objectives and can communicate clear expectations; demonstrates a clear bias for action and a sense of urgency on priorities; takes ownership of success/failures and processes.
• Has the ability to operate and drive improvements in ambiguous situations.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a master's degree program or equivalent degree in a field of study related to the job.

Minimum Years of Work Experience:

• 5

Preferred Years of Work Experience:

• 5

Minimum Leadership Experience:

• 3 + years of previous leadership experience

Preferred Leadership Experience:

• 3 + years of previous leadership experience

Certifications:

• None

Competencies:

• Decision Quality

• Collaborates

• Drives Engagement

• Ensures Accountability

• Plans and Aligns

• Communicates Effectively

• Customer Focus

• Develops Talent

• Drives Results

• Manages Conflict

• PAY RANGE

• PAY RANGE

Starting pay may vary based on factors including, but not limited to, position offered and location.

• Work Location

• Work Location

Onsite - These roles offer the opportunity to be part of a team at a specific physical location. Associates in these locations work in person at a local store, warehouse, or office, supporting daily operations and building strong relationships with their teams.

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Work Location

Onsite - An associate in an onsite role works in a specific Home Depot location in order to complete their job duties.

Multisite - An associate in a multisite role works from multiple locations (e.g. Home Depot location or a customer's homes) to complete their job duties.

Hybrid - A hybrid role blends in-office and remote/virtual work locations. An associate will work from a designated Home Depot location on some days and remote/virtually on others.

Remote/virtual - An associate in a remote/virtual role does not have to be at a designated Home Depot location to complete their job duties.

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